Customer response is nonexistent

On the 3rd November I signed up for fibre in our apartment on the afrihost clientzone and paid an express service for same day delivery for my router. Instead of receiving the router I received a SIM card for the router. Nonetheless Metro Fibre came in and installed the fibre and was activated on Sunday. On Monday I called Afrihost and was put on hold for 40min just for the consultant to tell me that he doesn't know what's happening. I then called again and I spoke to a guy to names Bongani or something to that effect and told me that the router will be delivered on Monday and I won't be charged. Monday came and went. On Tuesday I called again and the colored gentleman told me he'll check what's happening and call me back which never happened. I called again today(Wednesday) and spoke to a lady named Lerato, she promised to call me back at 11am and did so the. Promised to call me back after 50min as to confirm if I will get my router today or tomorrow and the same with her, she hasn't called me back as promised. What do I as a customer do in this instance? I've paid for delivery for a router which I haven't received, I keep calling and I'm not receiving any assistance!